Complaints lodged against letting agents in the UK saw a significant increase of almost 50% last year, with an estimated 4,220 grievances recorded. This sharp rise, detailed in new analysis from property technology firm Propoly, marks a substantial jump from the 2,863 complaints made the previous year, representing an annual increase of 47.4%. This follows a 19.6% increase in complaints observed between 2023 and 2024, indicating a sustained upward trend in tenant dissatisfaction or willingness to report issues.
Propoly's research suggests that approximately 14,300 of the UK's 19,000 agency professionals are involved in lettings. The issues most frequently cited in complaints centred around service management, the handling of deposits, and rent payment processes. While the volume of complaints has undeniably grown, the research also indicates a positive trend in early dispute resolution. In 2025, 53% of complaints were settled before escalating further, an improvement from 50% in 2024. This translates to around 2,237 complaints being resolved at an early stage last year, up from 1,432 the year prior.
The property technology firm has warned that this upward trajectory in complaints is likely to continue, particularly with the anticipated introduction of the Renters' Rights Act. This landmark legislation is expected to grant tenants stronger rights, making them more aware of their entitlements and consequently more inclined to challenge instances of poor service or non-compliance. Sim Sekhon, Group CEO at Propoly, commented that the rise reflects the increasing demands placed on letting agents as their responsibilities expand.
Mr Sekhon highlighted that while the early resolution rate is encouraging, the overall increase in complaint volumes underscores the growing pressures faced by the sector. He suggested that many complaints may not stem from inherently poor service, but rather from agents having less time to dedicate to tenant experience due to growing compliance and administrative workloads. The government's ongoing push to strengthen tenant protections, exemplified by the Renters' Rights Act, aims to rebalance the relationship between landlords, agents, and tenants.
The Renters' Rights Act, currently progressing through Parliament, seeks to abolish 'no-fault' evictions and introduce a Decent Homes Standard for the private rented sector. While welcomed by tenant advocacy groups, industry bodies representing letting agents have raised concerns about the practical implications and increased burden on agents to navigate a more complex regulatory landscape. The opposition Labour Party has consistently called for stronger tenant protections and robust enforcement mechanisms to ensure the effectiveness of such legislation.
For UK citizens, these developments signify a shift in the private rental market. Tenants are gaining more tools and legal backing to address issues with their agents and landlords, potentially leading to improved service standards over time. However, it also highlights the operational challenges faced by agents in a rapidly evolving regulatory environment, which could, in some cases, indirectly affect the speed and efficiency of services.
Source: Propoly